Significance of Qualitative Factors for a Deeper Understanding of Service Productivity
作者： Sabrina Cocca
DOI: 10.4018/JSSMET.2013040104
关键词: Process (engineering) 、 Perspective (graphical) 、 Task (project management) 、 Service productivity 、 Service management 、 Order (exchange) 、 Productivity 、 Knowledge management 、 Engineering 、 Service (business)
摘要: Analysing and optimising service productivity is a widely discussed task in management. While directly measurable factors such as processing time or turnover are frequently used order to measure the of services, underlying that are, many cases, not (directly) considered in-depth. However, these “qualitative†influence high degree. The idea behind approach provided this article open former “black box†view on (input–output) process efficiency-oriented perspective instead show which qualitative play crucial role regarding productivity.
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